Service Desk Technician

Position: Service Desk Technician I

Job Description

Are you looking for limitless career opportunities with a company that values growth, innovation, and teamwork? At Ntiva, we’re more than a Managed Services Provider, we’re a community dedicated to helping each other, our clients, and their businesses thrive both personally and professionally. Ntiva is a culture of people who are passionate about the work…and each other.

Our clients view us as an essential part of their teams, relying on us for strategic guidance, fast solutions to complex challenges, and proactive support. With strategic locations across the U.S. and leadership from our founder, Steven Freidkin, we’re on the front lines of a fast-paced industry, facing cybersecurity threats and rapid technology changes together.

If you thrive in a dynamic, supportive environment and enjoy going above and beyond, we’d love to meet you. Come explore one of our many opportunities and grow with us!

How You’ll Make An Impact

The position of Service Desk Technician I is a critical functional role within the User Services Group. This position handles all support requests made to the Service Desk for our client base. Requirements also include providing support for the organization.

Summary of Location and Hours

• This is an on-site position based in our Tampa, FL office
• Monday - Friday; this role also includes participation in a rotating on-call schedule that includes weekends.

What You Will Be Doing

• Responsible for creating, tracking, and maintaining customer service requests (tickets) within our PSA system.
• Provide technical support hardware, software, network and application problem resolution to our clients via phone call, email and chat.
• Provide excellent customer service to our clients via phone call, email and chat.
• Work with other IT associates and vendors in resolving issues related to software or hardware.
• Maintain department-approved training, mentoring, and certification per company standards.
• Perform other tasks and duties as assigned by Service Desk Manager.

You’ll be successful in this role if you have

• Strong written & verbal communication skills.
• Robust system and network documentation skills.
• One or more of the following:
  CompTIA A+, CompTIA Network+, MS-900 or above (strongly preferred)
• Must be willing to work in a robust team environment.
• Must be able to work independently and complete work within specified deadlines.
• Excellent problem solving, debugging, and troubleshooting skills.
• Strong analytical and organizational skills are imperative, with demonstrated capability for problem determination and resolution.
• Must be able to effectively handle multiple projects simultaneously and properly prioritize client issues and needs.
• Professionalism, attention to detail, and a positive, customer-focused attitude are imperative.
• Strong aptitude and the ability to pick up new technologies quickly, adapting to the changing market.

Required Language Skills

• Ability to communicate professionally, in English, both written and orally
• Ability to write business correspondence and process procedures
• Ability to effectively present information and respond to questions from groups of managers, clients, and the general public

FLSA Status:
Salaried, Non-Exempt

Work Authorization Criteria

We welcome applicants who are U.S. persons. At this time, we are unable to offer sponsorship or assume sponsorship of an employment visa.

Our Commitment to a Diverse Workforce

At Site Tech, an Ntiva Company, we are committed to creating and maintaining a diverse, inclusive, and welcoming work environment for all employees and job applicants. We firmly believe that a diverse workforce fosters a wider range of perspectives, experiences, and ideas that lead to increased creativity, innovation, and problem‑solving capabilities. As an equal opportunity employer, we actively seek to recruit and retain a diverse workforce that reflects the communities we serve.

We prohibit discrimination of any kind, including but not limited to race, color, religion, gender, gender identity or expression, sexual orientation, marital status, national origin, age, hair length, protective hairstyles, organ donor status, disability, veteran status, or any other legally protected status and comply with all applicable laws governing nondiscrimination in employment.

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